Job Summary:
We are seeking an experienced RingCentral Business Analyst with strong knowledge of RingCentral Contact Center operations and practical hands-on experience using Generative AI (GenAI). The role involves working with business stakeholders, contact center managers, agents, RingCentral technical teams, and solution architects to gather requirements, analyze processes, define platform solutions, support testing, and ensure successful releases and go-lives. The ideal candidate will leverage GenAI tools to improve business analysis deliverables and identify opportunities for AI-driven enhancements within contact center operations.
Key Responsibilities:
• Work with stakeholders, contact center managers, supervisors, and agents to gather and analyze business and operational requirements.
• Conduct requirements workshops and stakeholder interviews.
• Translate business needs into functional and non-functional requirements, user stories, acceptance criteria, use cases, and process flows.
• Track requirements through design, configuration, testing, and go-live.
• Balance long-term strategic objectives with short-term operational requirements.
• Define requirements for RingCentral Contact Center capabilities, including IVR, call flows, ACD, call queues, skills-based routing, agent and supervisor workflows, business-hours and after-hours routing, holiday routing, call recording, transfers, agent presence, reporting, analytics, and dashboards.
• Review existing RingCentral configurations and recommend improvements.
• Collaborate with RingCentral technical and architecture teams to translate approved requirements into platform configurations.
• Use GenAI tools such as Microsoft Copilot or ChatGPT to draft requirements, user stories, acceptance criteria, workshop summaries, process documentation, UAT scenarios, and stakeholder input analyses.
• Identify and define contact center AI use cases, including call and interaction summarization, sentiment analysis, conversation intelligence, AI-assisted agent guidance, intelligent routing, virtual agents, and self-service.
• Gather requirements and define acceptance criteria for RingCentral AI capabilities while assessing their impact on agent workflows, reporting, and customer experience.
• Develop effective prompts and validate GenAI outputs for accuracy, completeness, and business relevance before sharing.
• Follow organizational guidelines for responsible AI usage, data privacy, and handling confidential or customer information.
• Document current-state (AS-IS) and future-state (TO-BE) contact center processes.
• Simplify and optimize call flows, queues, routing logic, agent processes, and customer journeys, including AI-driven automation opportunities.
• Assess the business impact of proposed RingCentral changes.
• Develop business scenarios and test cases based on approved requirements.
• Coordinate User Acceptance Testing (UAT), track issues through resolution, and obtain business sign-off.
• Support go-live readiness, post-implementation activities, and hypercare.
• Analyze change request impacts on processes, call flows, routing, queues, agent workflows, reporting, and RingCentral configurations.
• Document approved changes and follow established change management processes.
• Act as the primary liaison between business stakeholders and RingCentral technical teams.
• Conduct workshops, solution walkthroughs, demonstrations, and UAT sessions.
• Present delivered features to business stakeholders.
• Collaborate effectively with global teams across different time zones.
Required Qualifications:
• Bachelor's degree in Computer Science, Information Technology, Business, Information Systems, or a related field.
• 5+ years of Business Analyst experience, preferably in contact center or telecommunications environments.
• Hands-on Business Analyst experience with RingCentral Contact Center is mandatory.
• Experience working on RingCentral implementation, migration, or enhancement projects.
• Strong understanding of IVR, ACD, call routing, queues, and skills-based routing.
• Practical hands-on experience using GenAI tools such as Microsoft Copilot or ChatGPT for business analysis activities.
• Experience gathering and documenting business requirements, functional specifications, user stories, and acceptance criteria.
• Experience supporting contact center testing, UAT, implementation, and go-live activities.
• Strong stakeholder management, communication, and workshop facilitation skills.
• Ability to collaborate with business stakeholders, technical teams, and solution architects.
• Experience with Design Thinking and Ideation Workshops.
